How can I get Stripe to unblock a declined credit card?

[hongkong]

My customer had their card declined by their bank because my store isn't in the same country as the bank and it rejected the transaction. The customer since contacted the bank and confirmed it's ok to pay but they can't now. Looking at the abandoned cart details on my store, the declined card was "flagged" to stripe. These details were on the timeline under abandoned carts:

Reason: previously_declined_do_not_retry

Risk level: normal

Seller message: You previously attempted to charge this card. When the customer's bank declined that payment, it directed Stripe to block future attempts.

Can I direct Stripe to unblock the card? Is there anything I can do as a merchant to help the customer's bank solve this if that's the problem?

[Elias]

Hey, @hongkong.

Thank you for reaching out and bringing this to our attention.

If the customer has already spoken to their bank and the bank has lifted the block, then you may be able to ask Stripe to unblock the card. If you're using Stripe as a third-party payment provider, then you can try getting in touch with Stripe directly and provide them with the customer's explanation. However, if you're using Shopify Payments, then we'll need to access your account in order to triage the issue with our banking partners. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Please visit the Shopify Help Center and login to your account to create a support request. 

I noticed you're a new member of our Shopify Community and I'd love to hear more about your business! What types of products are you selling? Do you have a marketing plan prepared for your store?